AdvertisementPassengers with disabilities or reduced mobility are legally entitled to special assistance without an additional charge when flying from the UK, the US, and many other countries. "We have been away lots of times and always had special assistance, so this was nothing new to us," Victoria told the BBC. AdvertisementIn a statement sent to Business Insider, a Ryanair spokesperson said special assistance is "provided by Bristol Airport's special assistance provider — not Ryanair." "We sincerely apologise to these passengers for any inconvenience caused as a result of Bristol Airport's special assistance provider's error and have assured that they will be fully compensated by Bristol Airport," the statement concluded. AdvertisementA spokesperson for Bristol Airport told BI that the situation is being investigated, and the couple will be contacted to "direct their complaint to the correct business partner for resolution."

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Persons: —, Victoria Gore, Andrew, Victoria Organizations: Service, BBC News, Ryanair, Business, Bristol Airport, Bristol Airport's, BBC, Kaunas Airport, Department of Transportation, Bristol, BI, ABM Locations: Spain, Andrew, Barcelona, Victoria, Lithuania, England, Bristol, Kaunas, Riga, Latvia